Position Summary
The Director of Operations provides senior leadership for hotel operations with primary oversight of Front Office, Housekeeping, Guest Services, and Food & Beverage operations, including Embassy Suites’ Made-to-Order Breakfast and Evening Reception. This role partners closely with the General Manager to ensure seamless hotel performance and serves as the primary operational leader during periods when executive oversight is required.
The Director of Operations is responsible for driving guest satisfaction, operational excellence, financial performance, and team engagement through visible leadership, cross-functional coordination, cross-department collaboration, and disciplined execution.
Key Responsibilities
Hotel & Operational Leadership
Provide senior operational leadership across the hotel, ensuring continuity of operations and consistent decision-making
Direct and coordinate the activities of key guest-facing departments to deliver an outstanding guest experience
Serve as the escalation point for complex guest, operational, and team member matters
Lead executive-level initiatives, operational priorities, and special projects as assigned
Ensure full compliance with Hilton, Embassy Suites, ownership, and regulatory standards
Maintain strong communication with department leaders to align performance, expectations, and priorities
Own and drive the hotel’s Stay Experience and Guest Experience initiatives, ensuring consistent execution across all departments and guest touchpoints throughout the arrival, stay, and departure journey in conjunction with Stay Score, drive the Hilton Customer Promise
Front Office & Rooms Operations
Oversee all Front Office and guest services operations including check-in/check-out, room inventory, availability, and system utilization
Monitor all rooms-related systems and procedures that impact the guest experience
Ensure reservation, housekeeping coordination, and room readiness standards are consistently met
Oversee VIP and group arrival processes, amenities, special requests, and service delivery
Review daily operational and financial reports, analyze trends, and implement corrective actions
Lead service recovery efforts to resolve guest concerns and protect brand loyalty
Drive upselling and revenue-enhancement initiatives
Adopt and champion Hilton’s Travel with Purpose platform, ensuring responsible business practices, environmental stewardship, and community engagement are integrated into hotel operations and decision-making
Housekeeping Operations
Provide oversight and strategic direction for housekeeping operations in partnership with the Housekeeping Manager
Ensure cleanliness, service, and product quality standards are consistently achieved for guest rooms, public areas, restrooms, offices, and meeting/banquet spaces in accordance with federal, state, local, and company health, sanitation, and safety standards
Partner with the Housekeeping Manager to:
Establish operational priorities and performance expectations
Support systems use and management
Participate in budgeting, forecasting, and inventory control
Ensure policy and procedure implementation and compliance
Review operational performance, productivity, guest feedback, and quality scores; provide guidance and corrective action as needed
Support the development of the housekeeping leadership team through coaching, mentoring, and performance management
Collaborate on recruitment, training, evaluations, recognition, and corrective action for housekeeping leadership roles
Ensure proper usage, storage, and labeling of chemicals and cleaning supplies through training oversight and compliance monitoring
Partner with Property Operations and other departments on rehabilitation, renovation, and capital improvement projects, ensuring minimal operational disruption
Food & Beverage Operations
Provide operational oversight and leadership of Food & Beverage functions with emphasis on:
Made-to-Order Breakfast
Evening Reception
Ensure consistent food quality, service standards, and brand compliance
Manage labor, scheduling, inventory control, and expenses within approved budgets
Ensure compliance with health, safety, sanitation, and alcohol awareness standards
Conduct routine inspections of food and beverage operations
Utilize guest feedback and performance data to drive continuous improvement
Team Member Leadership & Culture
Recruit, develop, and retain high-performing team members and department leaders
Conduct performance evaluations, coaching, recognition, and corrective action as appropriate
Promote collaboration, accountability, and a positive work environment
Ensure completion and documentation of all required Hilton and brand training programs
Lead by example through visible, hands-on operational involvement
Financial & Performance Accountability
Support hotel financial performance through effective labor management, cost control, and operational efficiency
Participate in budgeting, forecasting, and performance review processes
Analyze operational data to identify trends, risks, and opportunities for improvement
Partner with department leaders to achieve guest satisfaction, quality, and profitability goals
Analyzes monthly statement of operations and prepares written comments regarding the monthly statement of operations for the General Manager’s review.
Monitor and analyze guest experience data, satisfaction scores, and Stay Experience metrics; partner with department leaders to implement targeted improvement plans
Partner with department leaders to support sustainability initiatives, waste reduction, energy efficiency, and community engagement efforts aligned with Travel with Purpose goals
Qualifications
3–5+ years of progressive hotel leadership experience in a full-service environment
Strong background in Front Office operations with demonstrated Food & Beverage leadership experience
Prior Hilton or Embassy Suites experience preferred
Proven ability to manage multiple departments and lead through complexity
Strong communication, leadership, and problem-solving skills
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
In addition, we look for the demonstration of the following key attributes:
QualityProductivityDependabilityCustomer FocusAdaptabilityWhat will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!